Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
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  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
Adoption and Impact of Mobile Applications in the IT Service Domain: Results from a Controlled Usability Experiment and a Family of Case Studies

Adoption and Impact of Mobile Applications in the IT Service Domain: Results from a Controlled Usability Experiment and a Family of Case Studies

Thurnher, Bettina

Paperback

Business General

ISBN10: 3899367510
ISBN13: 9783899367515
Publisher: Lightning Source Inc
Published: Dec 12 2008
Pages: 268
Weight: 0.71
Height: 0.56 Width: 5.83 Depth: 8.27
Language: English
The integration of mobile workplaces is a major challenge for companies from a technical as well as a business process perspective. Market pressure, increasing competition and an increased demand on information readiness, generate the necessity to include mobile workforce into company IT and business processes. This can be reached by equipping mobile workforce with mobile devices to make them independent from desktop information systems. Within this book interdisciplinary approaches from Human Computer Interaction and Business Process Management are combined to foster tool acceptance among mobile workforce. Furthermore, we investigated technical, process and individual aspects of mobile tool integration into existing, reengineered business processes. For the projected improvement of Key Performance Indicators (KPI) empirical evidence was gathered within five industry case studies, and recommendations for action when introducing mobile tools into an existing process, were elaborated. Moreover, a prototypic mobile help desk tool was implemented and usability tested to investigate contributions of Usability Engineering to KPI improvement. Major results are (a) same typical business process metrics are affected after mobile tool deployment in different IT-Service companies, (b) major process improvements arise not from faster job processing but from faster and more accurate data access and transmission and (c) user participation in software development as well as business process reengineering fosters tool acceptance and reduces the payback period.

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